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Cornell, Daryl Ace V.

Quality service management in tourism and hospitality / Daryl Ace V. Cornell, Ronald G. Manzano, Riel G. Cruz, coordinator. - First edition - Manila, Philippines : Rex Book Store, c2020. - vi, 165 pages : illustrations, photogs ; 25 cm - HRM-Tourism series .

OBE : Outcome-Based Education -- Front cover

Includes bibliographical references and index.

Chapter 1 : Introduction to quality service management in tourism and hospitality. -- Chapter 2 : Guestology. -- Chapter 3: Strategies for quality service in tourism and hospitality. -- Chapter 4 : The guest and the service setting. -- Chapter 5 : Service staffing in tourism and hospitality industry. -- Chapter 6 : Designing and managing service. -- Chapter 7 : Balancing demand and productive capacity for quality service. -- Chapter 8 : Co-creation of quality service. -- Chapter 9 : Service failures and service recovery. -- Chapter 10 : Service excellence and leadership.

"This textbook enables the readers to recognize and assess quality management and service management processes in a hospitality and tourism-related organization. Topics include service design, service quality, service recovery, and service failure among others."--Back cover


ISBN: 9786210403794 (paperback)

Subjects--Topical Terms:
Hospitality industry--Management
Tourism
Service industries--Management

Index Terms--Curriculum Objective:
Quality Service Management in Tourism and Hospitality ;--HOSM 202

LC Class. No.: TX 911.3 .M27 / .2020 C67